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e-Learning na capacitação de teleatendentes
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Para o sucesso e futuro de uma empresa do setor de teleatendimento, a capacitação de seus
clientes internos, que são os teleatendentes, é imprescindível, visto que a garantia de
permanência dos clientes externos está ligada diretamente ao bom atendimento oferecido pela
organização. Devido à dinâmica desse setor empresarial, com a enorme quantidade de
informações geradas em curto prazo, exigindo, consequentemente, uma constante atualização
de conhecimentos de seus principais colaboradores, o e-Learning, educação a distância online
por intermédio de um computador, se apresenta como uma ferramenta viável para capacitação
de profissionais de teleatendimento, por ser flexível ao tempo e espaço propiciando um
melhor aproveitamento de estudo, conforme as condições de cada indivíduo, e por ter a
vantagem de disponibilidade de acesso para todos os trabalhadores desse setor,
caracterizando-se numa democracia do ensino-aprendizagem a nível mundial. Diante disso,
buscou-se investigar nesta pesquisa científica, principalmente, a importância do e-Learning
para capacitação de teleatendentes; para isso, foram levantados, identificados e analisados os
benefícios do e-Learning na capacitação de teleatendentes, mediante um roteiro de entrevista
semiestruturada. Foram entrevistados quatro funcionários de teleatendimento com tempo de
experiência na profissão acima de doze meses, de duas empresas privadas, A e B, localizadas
no município de Maceió, Alagoas, estado da região nordeste do Brasil. Após a análise
quantitativa e qualitativa das respostas, verificou-se que todos os Operadores de
Telemarketing possuem acesso a plataforma de e-Learning fornecida pela empresa, sentem
facilidade na aquisição dos conhecimentos, e compreendem que se trata de um instrumento
viável para capacitação de teleatendentes.
For the success and future of a company in the telemarketing sector, the qualification of its internal customers, who are the teleattendents, is essential, since the guarantee of permanence of external customers is linked directly to the good service offered by the organization. Due to the dynamics of this business sector, with the enormous amount of information generated in the short term, consequently requiring a constant update of the knowledge of its main collaborators, e-Learning, online distance education through a computer, presents itself as A viable tool for qualification of tele-service professionals, being flexible to the time and space, allowing a better use of study, according to the conditions of each individual, and having the advantage of availability of access for all workers in this sector, characterizing In a teachinglearning democracy worldwide. In view of this, we sought to investigate in this scientific research, mainly, the importance of e-Learning for training teleatendents; For this purpose, the benefits of e-Learning in tele-talent training were collected, identified and analyzed through a semi-structured interview script. Four telemarketing employees with experience in the profession for more than twelve months were interviewed from two private companies, A and B, located in the municipality of Maceió, Alagoas, state of northeastern Brazil. After the quantitative and qualitative analysis of the responses, it was verified that all Telemarketing Operators have access to the e-Learning platform provided by the company, they feel ease in acquiring the knowledge, and understand that it is a viable instrument for training telemarketing.
For the success and future of a company in the telemarketing sector, the qualification of its internal customers, who are the teleattendents, is essential, since the guarantee of permanence of external customers is linked directly to the good service offered by the organization. Due to the dynamics of this business sector, with the enormous amount of information generated in the short term, consequently requiring a constant update of the knowledge of its main collaborators, e-Learning, online distance education through a computer, presents itself as A viable tool for qualification of tele-service professionals, being flexible to the time and space, allowing a better use of study, according to the conditions of each individual, and having the advantage of availability of access for all workers in this sector, characterizing In a teachinglearning democracy worldwide. In view of this, we sought to investigate in this scientific research, mainly, the importance of e-Learning for training teleatendents; For this purpose, the benefits of e-Learning in tele-talent training were collected, identified and analyzed through a semi-structured interview script. Four telemarketing employees with experience in the profession for more than twelve months were interviewed from two private companies, A and B, located in the municipality of Maceió, Alagoas, state of northeastern Brazil. After the quantitative and qualitative analysis of the responses, it was verified that all Telemarketing Operators have access to the e-Learning platform provided by the company, they feel ease in acquiring the knowledge, and understand that it is a viable instrument for training telemarketing.
Descrição
Palavras-chave
e-Learning Alagoas (BR) Educação Empresarial Teleatendimento Business Education Telemarketing